In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their customer experience.
Revolutionize Your Customer Experience
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'This book naturally builds on the justified success of Beyond Philosophy's first book Building Great Customer Experiences. Examining how organizations are orientated around the Customer Experience, Revolutionize Your Customer Experience proves that Colin Shaw is no longer emerging as the 'guru of the Customer Experience', but that he has now arrived.' - Stephen Brewer, CEO Caribbean Mobile, Cable & Wireless
'Revolutionize Your Customer Experience will impress you with the clarity that the fundamentals and principles of the Customer Experience are explained and discussed. The NaIve to Natural model that is unveiled in this new book will, like the last book, force many organizations to change their paradigm if they are serious about their Customer Experience.' - Barry Herstein, SVP International Marketing & Communications, American Express
'We know from first hand experience of working with Colin Shaw that he truly is the connoisseur of the Customer Experience. Whilst many gurus focused on Customer Service in the last decade, Colin and his team at Beyond Philosophy prepared for the future with forward thinking, revolutionary theory and practice in the Customer Experience marketplace. That future is now. And so is Revolutionize Your Customer Experience.' - Tony Hanway, Vice President Member Services, AOL Europe Operations
'The NaIve to Natural Model is absolutely correct. This has proved to be an invaluable tool in helping us to understand where our company has reached in terms of our Customer Experience. With this knowledge and insight, organizations like ours will be able to create a roadmap and learn the steps needed to Revolutionize our Customer Experience.' - Bob Black, Divisional Managing Director, TNT Express Specialist Services
'New research and best practice will show companies how to find out where they are and how to revolutionize their customer experience' - Keith Clack, Best Business Books, The Bookseller
'Revolutionize Your Customer Experience will impress you with the clarity that the fundamentals and principles of the Customer Experience are explained and discussed. The NaIve to Natural model that is unveiled in this new book will, like the last book, force many organizations to change their paradigm if they are serious about their Customer Experience.' - Barry Herstein, SVP International Marketing & Communications, American Express
'We know from first hand experience of working with Colin Shaw that he truly is the connoisseur of the Customer Experience. Whilst many gurus focused on Customer Service in the last decade, Colin and his team at Beyond Philosophy prepared for the future with forward thinking, revolutionary theory and practice in the Customer Experience marketplace. That future is now. And so is Revolutionize Your Customer Experience.' - Tony Hanway, Vice President Member Services, AOL Europe Operations
'The NaIve to Natural Model is absolutely correct. This has proved to be an invaluable tool in helping us to understand where our company has reached in terms of our Customer Experience. With this knowledge and insight, organizations like ours will be able to create a roadmap and learn the steps needed to Revolutionize our Customer Experience.' - Bob Black, Divisional Managing Director, TNT Express Specialist Services
'New research and best practice will show companies how to find out where they are and how to revolutionize their customer experience' - Keith Clack, Best Business Books, The Bookseller
From the Author
Interviewing many senior business leaders to gain their thoughts for this book was a real pleasure and shows the great work that is already underway to revolutionize their Customer Experience. For me this book really builds on our first book ‘Building Great Customer Experiences’ as our understanding and knowledge of the Customer Experience has developed and evolved. Since the first book, I have become increasingly aware just how many initiatives, ideas and Customer Experience activities, organizations are now undertaking. I am proud to introduce you to the Naïve to Natural Model but most importantly hope the book will really make the Customer Experience ‘live’ for you with lots of real life Customer Experience examples.
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Most Helpful Customer Reviews
4 of 4 people found the following review helpful
By Mr. J. Buck
VINE™ VOICE
Format:Hardcover
Great addition to the first book - Building Customer Experiences. The pair offer a great insight to the opportunities of staging a great customer experience.
I found the book very insightful, interesting and provocative. The challenge is to take action from the messages delivered - something I'm now committed to doing.
In short - if you are responsbile for your organisations customer service function and want to find a competitive edge (or put your customer service on steroids) then this is a must read.
I found the book very insightful, interesting and provocative. The challenge is to take action from the messages delivered - something I'm now committed to doing.
In short - if you are responsbile for your organisations customer service function and want to find a competitive edge (or put your customer service on steroids) then this is a must read.
2 of 2 people found the following review helpful
Format:Hardcover
This book challenges you to take a fresh look at your business. The case studies are excellent; I'm always reassured to hear directly from the customer source. I found the self assessment particularly useful and strongly recommend it. If your business is looking at customer experience, read this book first.
2 of 2 people found the following review helpful
By A Customer
Format:Hardcover
Revolutionize Your Customer Experience brings to bear the enormous impact of the emotions on the Customer Experience and how if you create a deliberate Customer Experience and engage emotionally with clients you will truly differentiate. This book not only manages to look at the theory but grounds it with practical real-life examples. I would recommend it.
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Most Recent Customer Reviews
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Revolutionize your customer experience
This is the second book I have read by this author and once again found it very thought provoking, interesting and motivating. Read more
Published on 20 Feb 2005 by Mrs. S. E. Wallis
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Real Customer Experiences
I have probably read a great deal of all the business books that exist on customer service and customer experience. Read more
Published on 16 Nov 2004 by David J. Hillman
5.0 out of 5 stars
Revolutionized!!
This book already hits the mark. This is excellent. The business leader's quotes in the book really make it live I am looking forward to making some changes in the way we do things... Read more
Published on 27 Oct 2004 by MISS N L KELLY
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